Clients can be found in four different status, depending in which state of the service process they are at. See below the 4 states that we use in Zenvia Conversion:

New: Those clients in which we haven’t made any action yet. As an agent, you can see them in the “Unassigned” inbox of the “Conversations” section and, as a user administrator, you can see them in the “Contacts” section.

Processing: Those clients in which we are executing a task that won’t allow the client status to be modified, for example, a transfer.

Follow Up: These are the clients that are being served by someone. As an agent, you can see them in the “You” inbox of the “Conversations” section and, as a user administrator, you can see the them in the “Contacts” section.

Closed: Those clients that have been already served by someone, and don’t need follow-up. As an agent, you can see them in the “Closed” inbox of the “Conversations” section and, as a user administrator, you can see the them in the “Contacts” section.

In our metrics, the cycle of a clients is:

1 - New 2 - Follow-up 3 - Closed

For any reason except for reminders or appointments.


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